interface. In addition, it allows you to manage call features, messaging, and record agent greetings. The Agent Preference dialog box offers various configuration panels. You can click the corresponding panel to view or change the settings.
You can open Agent Preference dialog box by clicking System Options > Agent Preferences from the top bar.
This section describes the Agent Preferences dialog box and its controls.
Audio panel field descriptions
The Audio panel consists of Basic and Advanced tabs. The Basic tab provides simple settings to adjust audio volume for playback, recording, and incoming calls. The Advanced tab allows you to troubleshoot audio related issues.
Audio Basic tab field descriptions
The Basic tab provides simple settings to adjust the audio volume for playback, recording, and incoming calls. You can also set the system to play a ring tone through your computer speaker and select a ringtone for an incoming call.
The Basic tab provides the following controls:
Name Description
Playback Use the Playback slider to adjust the volume for the sound output through your computer speakers or headphones.
Enable the Mute option to eliminate all sound output through your speakers or headset.
Note:
Voice on Playback is only applicable for the My Computer configuration. These settings get applied on your computer and do not affect your headset.
Name Description
Record Use the Record slider to adjust the recording volume of all sound transmitted through a microphone to your computer.
Enable the Mute option to eliminate any sound sent to your computer through the microphone.
Note:
These settings will not affect a headset volume if that headset is attached to the telephone rather than your computer.
Ringing Use the Ringing slider to adjust the volume of the sound played through your speakers or headset that occurs when you receive an incoming call. Enable the Mute option to eliminate any sound that indicates an incoming call.
Play ringing through the
internal PC speakers Enable the speakers option to play the sound associated withPlay ringing through the internal PC an incoming call through the speakers of your personal computer and your headset
simultaneously. Note:
If your computer does not have an internal speaker, this option will have no effect.
Enable Sidetone Side Tone refers to listening to what you say in the microphone. You cannot edit the settings and therefore the control is grayed out.
Use Custom ringtone Enable the Use Custom ringtone option to set the system to play a custom ringtone (a Wave file) through your speakers or headset, when you receive an incoming call.
Note:
When you enable this option, the system displays a browse field below. Use the browse field to locate and set Wave file and the application plays the wave file every time you receive a call.
Related topics:
Audio Advanced tab field descriptions on page 153 Setting the audio options on page 40
Audio Advanced tab field descriptions
F
The Advanced tab allows you to select devices for the system to play agent greeting playback and to record an agent greeting. You can also use the Advanced tab for troubleshooting purposes.
The Advanced tab provides the following controls:
Name Description
Playback Device Use the Playback Device field to select the audio playback hardware available on your computer. Record Device Use the Record Device field to select the audio
capture hardware available on your computer.
Button Description
Background Noise Test The Background Noise test button allows you to determine the normal background noise levels and prevents Avaya one-X Agent from transmitting the background noise when you are not speaking during a call.
When you click Background Noise test, the system opens the Background Noise test dialog box. You must click Test to determine the noise level.
Note:
Do not cover the microphone or talk during the test. You may rerun the test if unusual noise levels occur during the test.
Related topics:
Audio Basic tab field descriptions on page 151 Setting the audio options on page 40
Video panel field descriptions
The Video panel consists of Basic and Advanced tabs. The Basic tab provides option to adjust video settings. The Advanced tab allows you to troubleshoot video related issues.
Video Basic tab field descriptions
The Basic Video tab allows you to optimize the video settings. The tab provides the following controls:
Name Description
Preferred Camera Use the Preferred Camera field if you have more than one camera connected to your computer and to choose a video camera you want to use for video calls.
Note:
The system lists only cameras that are connected to the computer.
Broadcast video
automatically Enable the to broadcast the video image immediately afterBroadcast video automatically option accepting a video call.
Close video window
automatically Enable the option to close the video window immediately afterClose video window automatically closing the video call.
Open video window
automatically on login Enable the login option to open the video window in previewOpen video window automatically on mode when you login.
Allow playing video file Enable this check box to enable playing a video file in a video interaction.
Allow desktop sharing Enable this check box to enable desktop sharing on a video call.
Button Description
Open Video Window Clicking the Open Video Window launches the Video window on your computer desktop and acquires the video camera (if connected). Related topics:
Configuring the video broadcast settings on page 122 Adjusting the video quality on page 121
Previewing the video window on page 120
Acquiring or releasing the remote camera on page 118 Agent preferences and controls
Video Advanced tab field descriptions
The Advanced Video control tab provides complex settings that administrators use for trouble shooting.
The Advanced Video tab provides the following controls:
Name Description
Video Quality The system maintains the video quality preference as much as possible in the event of network performance issues. You can optimize your video quality to:
•Image sharpness: Select Image
sharpness for a sharp, clear picture, even though the motion may not be as smooth. Select this option when a participant is seated and you need to share a document during the call.
•Motion Smoothness: Select Motion Smoothness to make video motion appear smooth, even though the picture may lose detail. Select this option when you have not document to share.
Maximum Bit Rate Use the Maximum Bit Rate field to select the bit rate to transmit video images.
Video System Performance The video settings can influence your overall system performance. In order to optimize your system performance, you must adjust the video settings of Avaya one-X Agent. Avaya one-X Agent provides the following options in order to optimize overall system performance:
•Balanced: Select the Balanced option to balance the video performance with other running applications when a video session begins. By doing so, the system controls the video performance of Avaya one-X Agent with other running applications, thereby optimizing the overall system performance.
•Video optimized: Select the Video optimized option to optimize the video performance in conjunction with other applications that are running when a video session starts. By doing so, the system optimizes the video performance of Avaya
Name Description
one-X Agent slowing down the
performance of other running applications. •Applications optimized: Select the
Applications optimizedto enhance the performance of applications that are running on the desktop when a video session starts. By doing so, the system optimizes the performance of active Windows applications and slows down the video performance of Avaya one-X Agent. •Audio Buffer Size: Select the appropriate
audio buffer size from this list. Related topics:
Optimizing the video performance on page 122
Call Handling panel field descriptions
The Call Handling panel allows you to enable or disable call settings. The Call Handling panel provides the following controls:
Name Description
Consultive Transfer Enable Consultive Transfer to consult the caller before transferring the call.
Note:
You cannot transfer a call directly when you enable this option.
Consultive Conference Enable Consultive Conference to consult the second caller before you add the first caller to the conference. Otherwise, System will ask you to place the call on hold before transferring or conferencing calls.
Note:
You cannot conference a call directly when you enable this option.
Auto Hold Enable Auto Hold to put a live call on hold automatically before transferring or conferencing calls. Otherwise, you must manually place the call on hold before transferring or conferencing calls. Agent preferences and controls
Name Description
Incoming Calls Use one or all the following options to set the incoming call notifications.
•Bring main window to front: Enable Bring main window to front to bring the Window to the foreground and activate the window for a ringing call.
•Flash icon: Enable Flash icon to view the call flashing in the task bar when the system recognizes an alerting call. Related topics:
Putting a call on hold automatically on page 60 Putting a call on hold manually on page 59
Making a consultative conference call on page 62 Making a direct conference call on page 61
Making a consultive transfer on page 65 Making a direct transfer on page 64
Configuring the incoming call appearance on page 38
Record Greetings panel field descriptions
The Record Greetings panel allows you to record agent greetings. By default, the first greeting in the list is set as a default agent greeting. You can create your own agent greetings to the manual playback menu using the Record Greetings panel.
The Record Greetings panel provides the following controls:
Button Description
Record Click Record to record your greetings for the associated Agent Greetings in the list.
Play Click Play to play the greetings playback for the associated Agent Greetings in the list.
Stop Click Stop to stop the greetings playback for the associated Agent Greetings in the list.
+ Click + to create a new agent greeting in the Agent Greetings list.
- Click - to remove the selected agent greeting from the Agent Greetings list.
Up Click Up to move up the selected agent greeting in
Button Description
Down Click Down to move down the selected agent greeting in the Agent Greetings list.
Related topics:
Setting Greeting Triggers activation criteria on page 127 Activating a recorded greeting on page 43
Recording an agent greeting on page 125 Deleting a greeting on page 128
Modifying a greeting on page 128
User Interface panel field descriptions
The User Interface panel contains the following controls to manage the Avaya one-X Agent GUI:
Name Description
Always display the main window on top
Enable the Always display the main window on top option if you want the application interface to appear in the foreground of desktop windows in front of all other windows applications.
Display tooltips Enable the Display tooltips option if you want to view tooltips when you place the mouse pointer over the various UI objects.
Display letters on Dialpad Enable the Display letters on Dialpad option if you want to view letters on the dial pad that correspond to the numbers on the number pad of a telephone.
Display shortcut icon in
system tray Enable the option if you wan to view the Avaya one-X AgentDisplay shortcut icon in system tray icon in the System Tray of the windows taskbar. Save window positions Enable the Save window positions option if you
want to save the previous position of the main and the secondary windows on your personal
computer. Note:
This does not save the positions of configuration dialog boxes or other errors or warnings or status dialog box messages.
Show Phone Display Enable the Show Phone Display option to view call related and non-call related information at the Agent preferences and controls
Name Description
bottom of the Work List window. The phone display panel shows information from sources, such as, VuStats or call-prompting digits.
Buttons Toolbar Enable the Button Toolbar option to view the favorite buttons at the top of the Work List window. These buttons provide quick-access to options including Release, Manual In, Auto In, After Call, Aux Work, Assist, Work Code, Last Number. Select Favorite Buttons Use the Select Favorite Buttons in conjunction
with Button Toolbar. The Select Favorite Buttons allows you to choose buttons that you want to use in the Button Toolbar and the Dial Pad window. Related topics:
Viewing the phone display on the main window on page 48 Setting the toolbar buttons on the main window on page 48